About Dynamic Planner:
Dynamic Planner was founded in 2003 and is the UK’s most popular risk profiling and asset allocation investment process. It is used today by thousands of advisers and helps them ensure investment suitability, increase efficiency and demonstrate value to their clients.
Dynamic Planner is an industry-leading set of Software-as-a-Service applications used by financial advisers. Advisers use Dynamic Planner to gain information about their clients, to calculate their appetite for risk, to analyse their financial situation, and to match them with suitable investment opportunities.
We have recently launched Tram to the market, the white-labelled app putting the financial plan in the palm of your hand. We are now recruiting for our Digital Adoption Manager to head up the Dynamic Planner action plan for driving customer success via Tram and supporting thousands of UK adults in having a more valuable and engaging relationship with their Financial Adviser
Role Purpose:
This role is for someone with a deep interest in technology and customer adoption – with Financial Services experience helpful.
You will be central in creating a seamless and intuitive onboarding experience for adviser firms with Tram. In this role, you’ll lead the full onboarding lifecycle ensuring the adviser firms roll out Tram to their end clients – putting the client’s financial plan in the palm of their hand.
You will be working with a talented and motivated team from Product to Sales to Customer Success, to help our customers achieve their goals.
Key responsibilities
Expertise and guidance: Act as a Subject Matter Expert for the onboarding, adoption, retention and growth of Tram across our customer base. You will provide training and guidance to internal teams across the organisation on Tram as a constant source of knowledge and support for Tram adoption.
Seamless Onboarding: Lead the end-to-end onboarding process, acting as the primary escalation point, troubleshooting issues, and ensuring timely, efficient service.
Collaboration: Partner with Product, Compliance, Sales, and Technology teams to align on client needs and deliver outstanding customer outcomes.
Efficiency & Compliance: Continuously optimize onboarding workflows, automate processes.
Strategic Development: Shape onboarding strategies that enhance operational efficiency, meet compliance standards, and drive value for clients.
Represent the voice of the customer: Feed into the Tram Growth Director and Executive Management Team, contributing to the strategy of business alongside peers. Providing key metrics and insights from your customer interactions to inform strategy, client management and product decisions.
Customer Alignment: Align with customers on their success criteria and work closely with internal teams to ensure all contractual requirements are delivered with high client engagement. Identify opportunities where extra client projects will deliver additional revenue.
Data Analysis: Review and track BI/MI on usage to identify trends, demonstrate value, improve adoption and reduce churn.
Job Type: Full-time
Additional pay:

• Quarterly bonus

Benefits:

• Additional leave
• Casual dress
• Childcare
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee mentoring programme
• Enhanced maternity leave
• Financial planning services
• Health & wellbeing programme
• Life insurance
• Paid volunteer time
• Referral programme
• Sick pay
• Work from home

Schedule:

• Monday to Friday

Experience:

• Customer relationship management: 5 years (required)
• Customer acquisition: 5 years (required)
• Saa S: 5 years (required)

Work authorisation:

• United Kingdom (required)

Location:

• Reading RG1 1LX (preferred)

Work Location: Hybrid remote in Reading RG1 1LX
Reference ID: Digital Adoption Manager